Agile Government Leadership

Resources for user-centered government services

Resources for user-centered government services

Data-Smart City Solutions reports on how governments can deliver better services through the framework of human-centered design — an effective and empathetic way to conduct user research, identify and frame problems, and prototype solutions.

Local and federal governments have compiled toolkits and guides that outline best practices and hands-on tips for employing user-centric design of services, including:

A relatively recent but high-profile resource is the Civic Service Design toolkit released by the Service Design Studio within the New York City Mayor’s Office for Economic Opportunity . . . [T]he 56-page guide walks readers through the practice of civic service design, a discipline “to develop solutions that are rooted in insights about the holistic experiences of those affected by public services.” In addition to explanations of 20+ methods focused on talking with people, connecting the dots, trying things out, and evaluating impact, the guide provides insight into how the city is reimagining its procurement process to better hire and work with outside design firms.